Flow Manager. Flow! puts organizations in motion! Employees are the key to customer centricity.

Transcription

1 Flow Manager Flow! puts organizations in motion! Employees are the key to customer centricity.

2 FLAME FLOW FLOOD The success of customer centricity and effective customer loyalty programs depends strongly on the extent to which your employees feel the drive and freedom to make it work. But do your employees feel enabled to accomplish your (customer orientation) goals? Flow Manager is the interactive activation program which continuously monitors whether your employees actually feel facilitated. It bridges the gap between your Customer Experience and Employee Engagement goals! Not by asking employees whether they re satisfied, but by creating a platform to discuss what they really need to achieve a state of flow

3 1.1 Introduction Customer vs Employee feedback Employees put an organization s customer centricity into practice! Therefore, it is understandable that they are judged on customer centered accomplishments. Systematic customer feedback (e.g. NPS) provide the organization with transparence and the possibility to take immediate action towards customers. However, the question is whether you offer your employees enough space and the right tools to actually act on this feedback. And whether you give them the chance to express their opinion on this matter. An Employee NPS (enps) would provide actual transparency and put organizations in motion. Enthusiastic employees make for enthusiastic customers. We have known and said it for years, but now it s time for action! With Flow Manager, the Voice of the Customer will be attuned to the Voice of the Employee! NPS Customer perspective Customer Centricity Organisation enps (flow) Employee perspective What is Flow Manager? Flow Manager is the interactive activation program that identifies and continuously monitors whether your employees feel facilitated to achieve your (customer orientation) goals. It tests the most important drivers of flow and encourages your employees to talk to each other and learn from one another. To what extent are employees enthusiastic about your organization? And what do they need to reach a state of flow? FLOW Flow is what you experience in the workplace when everything you re working on is going well, everything is going your way, and you re completely emerged in your work with energy, devotion and success.

4 1.2 Introduction What does Flow Manager get you? Relevant control information on a company, department and/or team level: enthusiasm and customer centricity from the perspective of an employee; compared with the Flow benchmark. Interaction: employees are actively involved in the collective goal of increasing internal enthusiasm and customer centricity. Creativity and positive feedback are encouraged! Continuous focus: structural input to keep discussing and improving customer centricity AND facilitating leadership. Flow research Blauw Blauw Research has done extensive Employee Engagement & Enthusiasm research among more than 1200 employees in paid employment. Besides traditional customer satisfaction research subjects, it also focused on flow elements, based on recent marketing insights by, among others, Mihaly Csikszentmihaly, Daniel Pink and Rijn Vogelaar. HIGHER AIM POSITIVE FEEDBACK PLEASURE MASTERY SCOPE AND CONFIDENCE

5 1.3 Introduction Create room to discuss flow! Through continuous attention to Flow and the underlying drivers, employees have the possibility to state what stimulates and what hampers them in their enthusiasm or customer centered actions. Is it in the internal processes, the culture or in management? With Flow Manager you not only stimulate conversation about these subjects, but you also increase employee engagement, which provides possibilities to utilize creativity and allows employees to rise above themselves. Your clients will surely notice this! SCOPE FOR CUSTOMER FOCUS AND FLOW Flow: very little (1) very often (7) strongly disagree disagree neutral agree strongly agree Statement: I have enough scope to help customers

6 2.1 Setup Flow Manager Hoe werkt Flow Manager? Through frequent, extremely short online polls ( waves ), employees are challenged to (anonymously or not) comment on working for your organization. Every wave focusses on one of the five Flow Drivers. A wave can be executed monthly or bimonthly and always contains: By keeping the waves short, fun AND relevant, participation remains relatively easy and feedback of results can be discussed swiftly and accurately. The high frequency contributes to a continuous consciousness. Very different from the usual employee satisfaction research. three fixed questions: enps, Flow and CC (Customer Centricity) about five theme questions FLOW WAVES a co-creative element, fitting the theme (e.g. open questions, pictures, virtual pats on the back) FOLLOW-UP DASHBOARD & FEEDBACKMAIL

7 2.2 Setup Flow Manager Which reports does Flow Manager offer? You and your managers will receive all of the information through an online dashboard, which can be accessed on several different levels (team, department, total). Next, it is up to the managers to engage employees in conversation, either individually or as a team. After each wave, the progress of enps and Flow can be monitored. Eventually, the effects per theme will be visible. Uiteraard ontvangen ook medewerkers na iedere Naturally, employees will receive independent feedback after each wave through by way of Flow Feedbackmail. This ensures transparency and encourages interaction. The report also features external benchmark data (on a national or branch level), as well as inspiring video clips and/or articles. When desired, we offer the possibility to upgrade the feedback option to a platform where enthusiasm can be shared with others. Thus, Flow Manager doesn t just provide insight and (employee supported) solutions to increase enthusiasm; indirectly, it actually contributes to it!

8 2.3 Setup Flow Manager No action without impact In order to get off to a flying start, Blauw will organize an inspiring kick-off session, in which the background, goals and process of Flow Manager will be explained clearly. This kick-off will be organized in collaboration with Superpromoter Academy, the company of marketing visionary Rijn Vogelaar. Get in touch! Along the way, Blauw can also support internal processes with Follow Up sessions, workshops or trainings. These can help teach managers how to follow up on the results of Flow Manager, or can assist them individually in training facilitating leadership skills. The standard package includes one Follow Up session at the end of the first wave. Gaby Remmers Expert Voice of the Employee Customer Experience T E Gaby.Remmers@blauw.com Joleen van Loon Research Consultant Customer Experience T E Joleen.vanLoon@blauw.com

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